Sense screen is detached

[Afshin]

I have purchased a Fitbit sense in Oct 2020, brand new from an authorized Fitbit seller sports store ‘Sports Check’ in Toronto, Canada. 
Woke up this morning and the screen is detached/came off, just like that! The watch is working and attached to the board. Contacted Fitbit, they are telling me “your product doesn’t meet the replacement requirements of our warranty policy.”. 
This is an absolutely unacceptable  customer service. The watch was purchased 4 months ago and still has 8 months of warranty left. How is it possible that Fitbit is not honouring their warranty???

Moderator Edit: Clarified subject

[ChriStyle81]

Same issue. I don’t know what could have caused the adhesive part to fail. This is my second Fitbit watch since March 2017. If I’m outside warranty, I’m strongly considering just switching to a different brand of a fitness monitor.

I attempted to contact support via chat and phone. The process to at least check if I’m in warranty isn’t as quick or seamless as I think it should be. I will have to call again during normal hours. 

[Bryoman]

Screen detachment seems to be a common issue. How about providing instructions for reattachment or the name of a service provider that can do the repair? 

[ChriStyle81]

Came back to say, I chose to stay in the Fitbit family after researching my options (features of the product, price, reviews of the product, etc). I can live with paying less than $100 and the item breaks when I’m outside a year but within 2 years. I’m not willing to buy another Sense (or any fitness tracking product above $100) due to the reviews I’ve seen here and in other fitness products’ forums. It seems the higher the cost of the item, the less thought put into ensuring the item’s longevity and more thought put into the gadgetry.

Fitbit offered a 35% coupon code since I was out of warranty. I decided on a newer version of the Charge (my first Fitbit watch). I don’t like that there is no floor tracking mechanism in it (altimeter) so I lost out there. Hopefully there are no screen adhesive issues with this watch in a prolonged high heat environment. I can’t avoid that living in the south.

[MartinNWales]

just had the same happen to my watch, and after uploading a photo to live chat they are sending out a new one. (it its just 2 years old). Not great if it keeps happening, and the old one is holding togeather but keeps restarting now.

[NilF]

I have the same problem with my sense and received the same warranty answer. This is the second or third time I’m having this problem. Why would one want to continue purchasing a defective product even with a discount, and with bad service?

[Bryoman]

I took my Sense to a local watch repair shop. It took about a month and 2 tries, but the crystal has remained attached for the last 4 months. It would be nice if Fitbit would provide some guidance. Apparently, the choice of adhesive is critical. 

[Swiftheart]

• You cannot even get them wet a little , say when washing your hands and don’t forget to take off before showering as well they say water proof but the glue one day will come off because of this
• That was my second sense first one I believe stopped working because it got  damp they had me reset it and it wouldn’t so they sent a new one under warranty, this last one screen detached. Also a few bands pegs detached from wetness. So many they wouldn’t send me a replacement under warranty 2 I 🤔 doesn’t seem like two many to not replace I just have 2 mismatched pieces now
• The said I wasn’t under warranty so gave me a discount on the 300 watch I bought of course it wasn’t an option to buy either had to upgrade or downgrade and I had to downgrade
• wish I didn’t have 2 bad sleep disorders or I wouldn’t pay  what I should t have to

[Panda48]

I had 2 Sense and both faces detached. Unless Fitbit improve their
products or charge customers less I am no longer interested in purchasing
anything or devices from them. I don't think that's 🤔 too much to ask
😕. Support is not able to help and Fitbit is not replacing the item.